“A bad experience with purely pets
A bad experience with purely pets. On our claims they have not proactively followed up the information they require from the vets, nor kept us informed with regards to the information they require. They haven't processed any claim within the suggested 30 days. Watch out for the small print- they won't preauthorise a claim under 2k, but they also have upper limits on investigations eg our dog's MRI cost 2.5k, but purely pets had a maximum of 1.5k, therefore they wouldnt say in advance whether theyd pay anything towards it. My advice to you would be go somewhere else.”
“Do not use this company they are only interested in your money. I have been with them for nine years and NEVER missed a payment.
Let me explain how they rip you off. Firstly the will give you a quote on your pet (dog) and when the dog is young you are unlikely to need them so I paid £35 for eight years so in total £3,360. In that time I had not made any significant claims maybe a small one for antibiotics etc. But then as soon as your dog reaches eight they go to town on you. Firstly they raise your annual premium which in my case was £164 to £584.28, but that’s not all, they also put a percentage of any vets bills to be paid onto the owner.
In my case my dog needed a small operation on his bowel which the Vet charged £1900, I was then informed that because my dog was just eight I would have to pay 15% of that bill, plus because the vet also performed a castration which was VITAL to my dogs wellbeing I had to pay £200 for this procedure even though the vet wrote to them and told them it was absolutely necessary, plus 15% of £1700. Leaving me a bill of £455. This left them with a bill of £1,245 not bad when you consider I had already paid £3360 in to them.
I have just had this year’s bill and they have put it up by another £307.44 to £891.72 I consider this outrageous so I called them up to complain. They were not interested in the slightest and said they could reduce the price if I reduced the cover or increased the excess? I thought this was a supposed to be a genuine insurance company clearly not. This unmoral company do not give a dam about your pet they are in it for the cash alone, do not be fooled by their advertising inferring they are an honest reliable company, they are not.”
“Pet had a wart for years, similar experience to others vet said nothing to worry about as it’s very common. Now faced with a 4 figure bill for a melanoma as the wart was a pre existing condition despite it being initially a harmless wart. Looks like Purely Pets gets excellent reviews for price but the proof of a good company is the claims process. Wish I’d never changed my insurance.”
“They maybe cheap but there’s a reason, wish I’d stayed with my last insurer who paid out on two claims no problem. Its taken me around 2 months to finally get a rejection on my claim suggesting that my dogs newly diagnosed arthritis was the result of a previous injury! Even my vet was scratching his head! So I will cancel no point in having it. AVOID!”
“Like others. Only wish I looked at more reviews. Changed from direct line. Out in very few claims but were always handled straight away. Thought we would give purely pets a try as premium were a lot cheaper.
Now we know why absolutely awful. We unfortunately had to claim as our dog started to have seizures. 2 mints down the line they are still wanting more and more info. Anything to get out of paying. We are taking the matter to the ombudsman. Just so wrong .”
“Terrible insurance company, went to the vets as I found a wart on my dogs paw the vet said it was a wart and nothing to worry about. Changed to purely pets insurance after that I didn’t declare the wart as it was just a wart and as the vet said, nothing to worry about. 2 years later the wart had changed form and was bothering our dog took her to the vets, they removed it sent it off to histology and it came back a tumour. I tried to make a claim and they refused to pay due to it being a pre existing condition even though the vets said it was just a wart when we first presented with it. I appealed the decision, still the denied the claim. Now I’m left with a £2000+ bill which we are going to have to pay. We have decided to go to the financial ombudsman to fight the decision. So annoyed”
“0 stars from me too.
I ordered quite a big amount of treats for my cat from Purely Pets Supplies and as I live abroad from UK the parcel already took some time to arrive in my country. But I never had any announcement from Purely Pets or DHL, Post Office in my country send email where they said there is a parcel coming but not any date or anything else on the email, so I waited and waited. Then I called our Post Office and they told me the parcel is going back to UK by then but too the parcel had incomplete electronic address information on it and they couldn't contact me about the parcel in anyway. I was in contact with Purely Pets and they started to accuse me of the mistake they had done!
It took EU's ombudsman to negotiate the situation, and the result was I had to pay Purely Pets to get my money back from a parcel I never received!!
I will never ever again order anything from them, that is sure!”
“Submitted an insurance claim in the summer (our dog had a grass seed removed), that was eventually processed in the autumn after some chasing. Our dog then very unexpectedly and very suddenly died in September. Filled out all the forms required, as did our vets who processed everything needed for the claim. Weeks later having heard nothing we contacted Purely Pets Insurance and have subsequently spoken to them on multiple occasions. But still 4 months later nothing. Appalling customer service, we feel forgotten about and annoyed to have to contact Purely Pets Insurance multiple times to get anywhere (nowhere?). Would not recommend at all, not worth the hassle!”
“Awful company. After being a loyal customer for 7 years and never making a single claim, they tell me that my policy has to be cancelled due to a change in circumstances and then they charge me a cancellation fee when they are the ones cancelling the policy. They didn’t even bother to reply to my complaint. Do not use them. Go elsewhere with better customer service.”
“dog broke a tooth , total cost £175 so £100 excess so just a claim for £75 , they are useless as contacting me and kept saying they need more information , after 2 months still no joy so cancelled the policy an direct debit , worse insurance company i have dealt with , would never recommend them to anyone else
0 stars out of 5”
“Purely Pets quoted very reasonably for our two mixed breed dogs (Labradoodles). The only options on the internet were Pure, Cross or Pedigree. When we had reason to call to change bank details, they told us that the quote was wrong, and that the premium was nearly 50% higher because of the breed. They couldn't explain why their website didn't ask for this information. I'm still arguing this point with them. Very little knowledge available from their call centre.
In the process of trying to get them to explain, but call centre staff have little knowledge, and repeat the same thing too many times. Manager callback can't be guaranteed within 72 hours!”
“Couldn't give 0 stars as there is not that option, disgraceful company. I have been insured with various Pet insurance companies, my policy was up for renewal so went with these guys, biggest mistake ever. Had to make a claim for cruciate ligament surgery, they won't pay out as I visited a vet 2 months prior to taking out the policy as the dog was lame, I was told he had Arthritis, he is 9 so not unexpected.. rested the dog, the lameness went away, 3 months later had to have an xray as I heard a clicking sound coming from his left rear leg, he was diagnosed with cruciate ligament disease, has since had surgery, but Purely Pets will not pay out as they say its a Pre-existing condition as I visited a vet in January, absolute disgrace.. I want my money back, sham company, only interested in your premiums nothing else, and if they can find a reason not to pay out, believe me, they will.. I feel cheated and boy do I wish I had stayed with my previous insurer”
“Also feel very let down by purely pets - advice off vets was to get my dog spayed - which I must admit didn’t realise what the consequences might be If we hadn’t - and yes dog became very unwell £2k later after surgery which we paid for insurance won’t pay out - do not touch them - I’ve had no correspondence with them had to chase it constantly at decision has taken just over 2 month - absolute joke of a company”
“Absolute waste of money! Not paying out for meds as the vet has 100% Mark up! How was I supposed to know this?? Phoned them to query it and was told she didn’t know why that was the case asked to speak to a manger and was told they wouldn’t know either!”
“If I could give zero stars I would! Wy wife and I decided to change and move to this insurance company and what a mistake. We're in the process of (trying) to make a claim and its farcical. Its taken them around 2 weeks to even log the claim on their system and now we find (only after checking online) its been referred. No-one has contacted us to let us know why its been referred or who to. I'm certain they are just trying to find an excuse not to pay out for what is quite a legitimate and simple claim. If in my own job I displayed this lack of communication be sent of with a P45 faster than you can say.....please contact us and let us know what the hell is going on!”
“Poor experience. Order never arrived and company refused a refund. They produced some sort of bogus proof of delivery dated the SAME DAY i placed the order - how is that possible? The "proof" of del is also dated PRIOR to them messaging me that the order was running late. Obvious scammers, i suspect this is how they operate. By scamming customers on low value orders because they know it's not worth going to court over. An utter disgrace”
“Very poor experience. Order never arrived. Company refused to issue a refund claiming they delivered the order. They produced some sort of bogus "proof" of delivery dated THE SAME DAY i placed the order - how is this possible? The "proof" of del is also dated PRIOR to them messaging me that my order was delayed. As always, the scam crumbles under the weight of its own lies. Thankfully i only lost a small sum, I suspect this is how they operate: scamming customers on low value orders because they know it's not worth taking them to court over. I detest unethical companies such as this. I predict very bad karma for these scam artists. Company naturally refused a refund. I order a large amount of pet supplies and i'm grateful i only lost a small sum of money. I have now found a professional and ethical supplier for all my pet needs. Shame on these scammers.”
“If ever you are going to be late paying for your direct debit no matter what the circumstances, you will get an email threatening to take you to a debt collection agency and adding on £30 administration fees. Never been treated like this with any other pet insurance. I will be going back to my previous pet insurance. The reason I left my previous pet insurance was only because of the 5 star rating that purely pets had on here so I decided to give it a try. How wrong was I. Please just beware with this company, clearly they like to exercise their right to involve bailiffs.”
